All pro customer service review

I've been looking for a front bumper and sliders for a little bit. After reading about the turn around times on a relentless bumper I checked the group buy section and was very pleased to see AllPro out with a new one peice. And I liked the way it looks!

I mentally committed to buy it on a Saturday and sent a pm. Monday afternoon (est) rolls around and I haven't heard back on the pm so I call. Very friendly, very professional. I felt good about doing business with them. I initially get way over quoted on shipping, but it gets worked out and I order a set of sliders to go with the bumper. I was quoted 4-5 days for fabrication and it would be shipped. That was on June 25th. I rogered up and paid for them in full.

I get busy with work and the fourth and all and don't even think about them the following week. I start thinking over the weekend that I should have gotten a shipping notification by now and I start going over my communication logs to find its been almost two weeks. So again a shoot a pm to the OP for the group buy. Again, I wait till afternoon (est) before I call.

The first guy I talk to said he's having a hard time tracking it down, he will call me right back. Three hours later, I have not received a call, so I call again.

This guy tells me that the shop is down to one fabricator (which is none of my business) and the sliders are not yet complete but will be today and it will ship out tomorrow. I explain that this is not what was agreed to and the lack of notification is not giving me the warm and fuzzies. I am assured it will ship tomorrow.

However, I'm then hurried off the phone and hung up on.

I chose all pro because a) the bumper was in stock. B) even the people the complain about the lack of strength of the product swear by the customer service, c) I did not want the hassle of unkept promises that I would expect from a smaller operations.

At this juncture, I have concerns. I post this here as neither of my PM's mentioned in this thread have had a reply, and it took me a couple of hours to cool off after having been hung up on when I upheld my end of the agreement (payment) and I was over promised and under delivered on theirs.

 

Sounds like a complete load. I hate bad customer service. Allpro needs to get their shit together. I've had issues with their customer service and I refuse to deal directly with them anymore.

 

It's safe to assume that any and all lead times are subject to change when it comes to armor for our trucks (from all vendors). However, the vendor needs to communicate with the customer and at least let them know what's going on and perhaps offer some kind of monetary solution for the extended wait (half off shipping, 10% of order, etc.).



Just my 2 cents.

 

With the group buy pricing, I'm not expecting any kind of further discount. Its a GOOD deal on my end as far as what I am paying for. I am annoyed about being over promised. I could have saved $65 by getting the sliders from another vendor. It was worth the extra little bit to only have to track two different vendors as I also ordered wheels within the same time frame.

Had they been honest about the turn around time on the sliders, I probably would have gone with stubbs instead. If for any reason my order is not ready to ship today, I will be cancelling the order on the sliders. In truth, had I not been hurried off the phone then hung up on, I would have suffered in silence. I have no idea what was going on in the dudes head when he did that.

 

Not surprised to see this... AP seems to have this same issue pop up over and over.

 

Not communicating an unexpected lead time extension on their end is a problem and should not have happened. Also shouldn't have hung up on you! Hopefully your stuff arrives shortly.

I wouldn't get too upset about not having your PM's answered. They're are a decent sized company and don't run their business through TW. You did the right thing by following up with a phone call (I tend to get pissed when a member is all upset because a vendor doesn't answer a PM. If it was their website, that's one thing but this is an open forum).

 

Pugga, I agree on both points. I sold Toyota's and Scions for years. Sometimes there were unexpected delays at the port with ordered vehicles. But as a salesman, I made it my responsibility to contact my customer with updates. I would often add 3-5 days to what my paperwork said when I quoted a delivery time frame. When the car got there on Monday, when I told them Friday, I was a hero. When people order stuff, they get excited about receiving it. They make plans around the anticipated arrival date. No communication from the seller can make things very frustrating to a consumer. Talk about buyers remorse!!

On the PM's; a legit company that is looking to make a successful product launch and uses a GB to further that by use of an open forum needs to have good communication on that forum. This is inexpensive advertising in an area that is full of potential customers. My old GM would be livid with his sales staff for this kind of a debacle.

Look at JdMeF9SIR2 with FN wheels. He's a great example of staying on top of his Internet marketing. My PM's were answered within 24 hours, every time and often much less. My emails were responded to in some cases less than 30 minutes and he has been very honest and open with where my wheels are. His product is not made just for Toyotas, but I feel good about my order with him.

 

Lead times are always subject to change, it is unfortunate the sliders have taken longer than I expected to be built.

If you Pm'd "Allpro", that was the issue. That account is solely used by Sarah our GM who is on vacation right now until the 16th.

I believe you first talked to Kurtis when you called yesterday. Since he was not the one to take and process your order, he was unaware of the exact circumstances.

When you called back again it was me who talked to you.
I felt that I had answered all of your questions and I explained why there was a delay.
I did not intend to hurry you off the phone and didn't feel that I was even doing so. My apologies that you felt that way.

Yes, the bumper is in stock and so is the material for the sliders. They just need to be built.
When I told you yesterday that we are down from 2 fabricators to 1, though that isn't your problem, it is ours and shouldn't be an excuse for longer than expected wait times, it is true.
We have 1 welder working on production items (sliders, bumpers, etc.) while our other fabricator is working on prototype products for FJC's.

I am sorry for the delay. I have my fabricator building your sliders right now and I am about to schedule the freight shipment to be picked up before we close today.

Thank you for your feedback.

 

Which would have been completely understandable had I been called, emailed or PM'd with an update.

It may have been, whomever it was, he had me on hold for a couple of minutes then advised he would need to call me back. After three hours, I called a second time.

Apology accepted. Perhaps if the call was recorded, you can go back over it and listen to tones of voice that were used. I don't recall saying any of the typical end of conversation type words like "good bye" or "have a great day". In fact, I was about to ask you what we can do to remedy the situation when my phone notified me the call had ended. As a cop, I have to break bad news to people all day. If I can get someone to thank me after I hand them a $150 ticket by the way I treat them, then the call could have been handled in a way that I wouldn't have felt like a schmuck once it was over.

This is genuinely not the place to discuss such things. It weakens your employers position when hiring a new fabricator. Also it does not help the community confidence in the company. All Pro is a business and sometimes shit happens in business. What separates the companies that can ask top dollar for the same product and get it is how they treat their customers. It comes down to communication. A phone call to let me know "there has been an unexpected delay on the sliders and would I like to modify my order at all" would have been ideal. That would have given me the warm and fuzzies. Comping one or both of the shackles would have turned me into a band wagon, go All Pro FANATIC! But that's not how it was handled. And that's not what I expect at this point either.

That sounds great. If for any reason the sliders are not ready to go today, please send the bumper w/ center hoop and shackles and credit my card for the sliders.

 

Of course even when there is a slight issue, all the All Pro haters come out of the woodwork. Its funny because the haters dont even own any piece of hardware that All Pro makes or distributes. OP, you will be taken care of. All Pro has awesome customer service and they will always make it right.

 

Well I guess the lover came out of the woodwork too! Does that mean the OP gets your pricing and all the tee shirts too!

 

i have only ordered from them 2 times and both times there were delays....
no invoice sent, no pm's, emails, nothing.......
but after a few calls they made it right.....
customer communication could be much better.....

 

i tried ordering a few parts and scheduling an install for 5100s and an AAL. I emailed twice and called twice and was never able to set anything up. i allready spent 5 grand there why would they not be jumping thru hoops for me to get a little more work done there.

 

You may be right about this. Then again how many threads like this do we see about East Coast Gear and Bud Built - people have their issues with them too. Do they respond different? Are the products and or services different? That's all.

 

Yeah like this one time, I asked for stickers from BudBuilt and it took them almost TWO whole weeks to get them to me.

 

hey all pro, i graduate with Business managment in dec, if u need me, shoot me a pm. give me a month and id have all this negative turned around.


its shocking to me that something so important to a companys reputation, (customer satisfaction) can be bagged on so many times and still i see people with negatvie reviews. Always the same thing too. Fix it. Sorry. Just my 2 cents.

 

Yeah that kind of stuff!

 

Dont be jealous

 

No worries - I won't be!

 

U always make a big deal about it, so I assumed you were